Customer Success Manager

Job Description

Interface directly (and indirectly) with customers to develop customer intelligence and insight by capturing, assembling, and assessing customer sentiment about the Comviva solutions & services throughout the customer s journey with Comviva. Serve as a liaison by maintaining regular and appropriate communication and cadence with customer executive teams to ensure alignment and transparency, inclusive of regular business reviews. Partner with the MU, PU, delivery, and technical support teams to ensure positive customer outcomes. Integrating and analysing disparate data sources to provide insights, recommendations, and business justifications. Gather, integrate, and analyse data from multiple sources and converting in a meaningful information. Focus on the voice of the customer by tracking and analysing data trends. Identify customer pain points, define, and monitor service standards, enable easy customer navigation across the organization and create new ways to enrich the customer experience. Escalation Management Drive and effectively setup & manage operating model for escalations, resolution, and sustenance to make sure things get done within reasonable limits. Design, orchestrate and improve customer experiences by ensuring consistency across all channels of customer interaction. Build and run the playbook for customer success programs that focus on delivering measurable business outcomes and value. Technical capabilities Would be given high preference to candidate s relevant experience in development of Comviva products (software design, development, implementation, and testing of Comviva products). Ability to communicate complex technical information in clear, easy-to-understand ways, aiding swift